Shipping and returns

From your payment to dispatch normally takes 10 working days: we turn your photo into an embroidery drawing, check it by hand, stitch and quality-check. You receive an email if we are delayed.

We ship within Denmark only. Shipping costs 49,00 kr. per order regardless of quantity and is sent with PostNord or GLS to the nearest parcel shop or your address. Transit time after dispatch is typically 1–3 working days.

When the parcel has been dispatched you receive an email with a tracking number — check your spam folder if needed. Parcels not collected from the parcel shop are returned to us; contact us if that happens and we will resend against payment of new shipping.

If the parcel or product is damaged when you receive it, take photos of the packaging and the damage and write to hej@example.dk within 7 days. We send a new product or refund the amount — you do not have to deal with the carrier yourself.

Our products are embroidered individually from your photo and are therefore exempt from the ordinary 14-day right of withdrawal (section 18(2)(3) of the Danish Consumer Contracts Act). This means we cannot take a finished embroidery back simply because you changed your mind.

If you have changed your mind, write to us straight away — if production has not started, we cancel and refund. Read more in the terms and conditions.

If the product is faulty (for example loose threads, wrong placement or a different size than ordered), you have a two-year right to complain. Write to hej@example.dk with your order number and photos and we will find a solution — repair, a new product or your money back. We pay return shipping for justified complaints.

You can also complain to the Danish Centre for Complaint Resolution via naevneneshus.dk or the EU dispute resolution platform ec.europa.eu/odr.